As GS&P commemorates its 50th anniversary, I thought it would be a good opportunity to reflect on our experiences with some of the firm’s legacy clients as we celebrate this important milestone. Recently, I had the chance to sit down and talk about longstanding Corporate + Urban Design clients Jackson and CSX with my colleagues Jack Weber and Alyson Mandeville, looking back on our relationships with these industry leaders. In today’s post, I share some highlights of that conversation.

Leith Oatman (LO): Our Corporate + Urban Design group has worked with both Jackson and CSX at many different points during GS&P’s 50-year history. Why do you think these clients have selected GS&P for multiple projects?

Jack Weber (JW):I think these clients have remained with us because of the quality of service we provide. We’re not merely order takers. We’re designers, thought leaders and problem solvers, and we always aim to bring different and innovative ideas to the table. With our very first project for Jackson—the design of its 150,000-square-foot regional headquarters in Franklin, Tennessee—the company selected a building that was meant as a multitenant office building with the plan to lease the entire space and make it feel like their own. One of the ways we encouraged them to think “outside the box” involved a fairly significant change to the design of the lobby and public entry space because it was very much oriented toward multiple tenants as opposed to a single tenant. We advised them to add a major feature wall and a centralized reception area, which helped them make the space their own. And it turned out great—very dramatic and exactly what they needed.

Alyson Mandeville (AM):I think another big value add for Jackson was the centralized atrium in the new office building we designed as part of their home office expansion in Lansing, Michigan. Originally, they asked for a 250,000-square-foot office building addition that would have provided a more traditional layout. However, we guided leadership toward introducing an atrium space that concentrates activity in the core of the building, which provides employees with an enhanced sense of community. I think it’s another good example of encouraging a client to push the design envelope, and it was ultimately a huge win for Jackson.

LO:In reflecting on our relationships with legacy clients, one thing we need to think about is the importance of showing a client that we truly care about the success of their business. Particularly with long-term clients, it’s healthy to keep the relationships fresh by introducing new GS&P team members while still keeping veteran designers in the loop. I am proud that we have partnered with CSX since 1995, and we’ve been very successful in thoughtfully offering new team members with fresh ideas.

I have been involved in about 50 projects with CSX over the years, including the renovation of the railroad company’s Crew Management Building. It serves as another good example of GS&P thought leadership in terms of the ideas we proposed for the one-story brick building that was originally constructed as a warehouse, but now accommodates a critical component of the railroad’s administrative operations. Our design improvements to the space brought about a major transformation, and CSX has reported less staff downtime as well as improved interaction between crew management personnel.

AM: We are also continuing to evolve with our long-term clients, including CSX, by introducing them to additional GS&P services—from environmental graphics to workplace strategies to hospitality design—all of which bring a new energy and excitement to the table. And we are doing so without losing our historical relationship, which is so incredibly important.

LO:Changes in leadership over time are par for the course with many clients. How have we successfully responded to leadership changes that have the potential to derail a thought process?

JW:I think we’ve managed this effectively in several ways. Clients are always looking for authenticity in the people they work with, so if you’re doing the right things for the right reasons, and you’re authentic about who you are, that should come through and set the stage for GS&P to be a trusted advisor to the new company leaders. It also comes down to being agile and flexible and having emotional intelligence, which is something we look for as we interview and hire employees. It can be learned, but it's mostly instinctual. And I think it's a baseline characteristic that our staff must possess in order to be entrusted with managing any client relationship.

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Jason Boyll is a senior designer in GS&P’s Atlanta office, serving the Transportation market. He has more than 15 years of electrical design experience in the transportation and architectural, engineering, and construction (AEC) industries with eight years specializing in roadway lighting.

Gresham, Smith and Partners is a privately held firm of architects, engineers, interior designers and planners creating design and consulting solutions for the built environment. Our more than 800 employees are committed to building value with our clients as trusted advisors and to making positive social, economic and environmental impacts in our communities. In 2017, GS&P proudly celebrates 50 years in business. We look forward to continuing to serve our clients while fostering the professional and personal growth of our employees.